VA Profile -- Sylvester Sampana
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Sylvester's background, while also demonstrating his writing skills...
"As I was a technical advisor and customer service representative before, I've managed to be part of their level 2 role for both positions. In which we need to own and personalize each client's cases until we resolve their concerns. We do outbound calls for any follow-up or update with their concerns through phone calls or email. Sometimes it takes days, weeks, or even months to resolve their concerns but I'd make sure to build trust and connection with our client.
I worked in the BPO industry for almost 5 years. 2016, I started with a UK Telecommunication Company as a Technical Advisor who helps our client with their phone, TV box, and internet connection. Our task was to help them fix their service and provide a resolution for their concern. After 6 months, I was able to be part of the level 2 or tier 2 team, which we’re handling a more complex case and on-going case that wasn’t resolved by frontlines. As time goes by, we’re getting a lot of workloads as we also need to close an open case that has no response, and complaints that need to escalate in the higher management. I learned a lot from this Job as I manage to improve my communication skills, analytical and logical thinking, multitasking, and time management. I decided to leave the company due to its location and transportation.
In 2018, I’ve been part of an international online store which is the iTunes Store as a Customer Service Representative which we’re dealing with account management and online purchases. We mostly cater to Asia Pacific countries due to shift schedules. Our task here is to help our clients to navigate and educate them with their account security, investigate fraud activity, refunding purchased items, and answering a general inquiry about their device or account. After 8 months, I’ve been part of level 2 or tier 2 that handle complex cases and dead-end cases. We own each case until resolve or until getting an agreement with the client for the provided resolution. In December 2019, I got promoted as a Real-time Analyst where I’ve learned that being in the BPO industry is not all about answering phone calls but also the structure and the idea of how this type of industry works. Our task here was to provide reports hourly and daily basis, outages, making plans to cover lost hours, to be able to deliver all requests from our clients and bosses while doing our daily tasks. I decided to leave the company due to the Pandemic and the company wants us to report on-site which there were cases of infected people. I’m thankful for the company and the people who helped me. It helps me to improve my decision making, to do things efficiently with accuracy, and to be more responsible with every task provided."
